Data-Driven CRM Strategy
Working with clients to craft personalised, engaging CRM journeys and interactions, that improve customer satisfaction, retention and lifetime revenue.
1. Existing State Audit
Mapping the complete customer journey, analysing every interaction, touchpoint, and channel. Understanding existing results and state of play, alongside gaps versus future need.
2. Customer Segmentation
Deploying a mix of geo-demographics, behavioural (RFM) and attitudinal data together with personas, scenarios and customer journeys to determine the optimum segmentation model(s).
3. Customer Strategy
Developing an individual-level understanding of each customer segment ensures we can craft personalised experiences that resonate on a deeper level, ultimately leading to increased customer engagement, satisfaction and loyalty.
4. CRM Workflows
Designing sequences of highly personalised communications that transport customers from where they are to the next (and subsequent) actions you wish them to take.
5. Testing and Optimisation
Conducting A/B testing to refine campaign elements and improve effectiveness.
6. Campaign Analytics
Analysing campaign performance against KPIs to continually optimise CRM performance.